Service Quality Manager

Pakistan DHL Express req82802 22/08/2019

Location: Karachi, Pakistan

Develop, maintain and ensure compliance with procedures and metrics that impact quality throughout the organization

Perform complex quality analyses and inspections, monitor the effectiveness of various processes through use of data and internal auditing programs

Assist in quality-related activities that add value to the business, which include process and procedural development activities, continuous improvement actions and process mapping and streamlining.

Provide regular visibility on underperformance and improvement actions to all stakeholders

Proactive intervention to avoid/mitigate service or compliance failure wherever possible

Ensure policies and procedures comply with guidelines set forth by all applicable external regulations such as domestic, international, and applicable International Standardization for Organization (ISO) standards

Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness

Identify training needs and career development opportunities to drive a high performance team

Develop KPIs with team members and monitor individual performance

Skills & Qualification

Business graduate with 6-7 years of relevant working experience

Manages and leads team through broad practical expertise and preeminent expertise in operations

Strong decision making, interpersonal and change management skills, project management and ability to work well with all levels of operations management and staff

Business graduate with 6-7 years relevant working experience

Strong communication, analytical, and administrative skills

Experience in leading meetings and facilitating training

Facts and Figures

  • Business Unit

    DHL Express Pakistan

  • Travel Required

    Below 25%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement

    Day time only